Virtual visit

Do you have a service request?

Now you have an innovative alternative for faster, more convenient, and safer attention to your request: VIRTUAL VISIT.

This visit allows you to receive remote assistance to ensure that the connection point meets the required technical (electrical and construction) specifications.

So when our operating personnel attends to connect the service, the visit will be faster and more effective: our specialized personnel will advise you on the process required for the service connection.

The virtual visit is the assistance service prior to the execution of a connection on site, with which the conditions of the connection point and electrical installation are evaluated without requiring a visit to the site by our staff.

How does the virtual visit work?

During the virtual visit, one of our assistants makes a remote observation to check that the conditions are suitable for the connection. Based on this assistance, a connection visit will be scheduled (field operation where the property is connected to the electric grid and the meters are installed) or, if necessary, you will be notified of any works or documents required to fulfill the connection request.

In which cases is it possible?

The virtual visit is only possible if the simple remote observation through the video camera of your cellphone is sufficient to determine any connection work to be done. Remember to have previously sent the required documents according to your request to clientescolombia@enel.com.

Initially, virtual visits can be conducted for simple connections.

Why was this new inspection method introduced?

Enel Colombia has always been committed to promoting the values of sustainability (reduction of CO2 emissions by limiting vehicle travel and reducing the use of paper) for the benefit of the community. We strive to make your life easier by innovating and constantly creating new functionalities that allow you to access our services quickly, conveniently, and securely.

It allows you to manage your service request in a faster way, reducing public and biological risks for both you and our employees.

• You will receive remote technical assistance and support throughout the connection process, free of charge.
  
• We will ensure compliance with requirements to expedite the process and make the connection visit successful.

Remember that this new service is free of charge.

We can easily conduct a diagnosis with one of our specialized advisors. You only need a cellphone with a camera, internet access, SMS, and email.

What are the requirements for a virtual visit diagnosis?

It is enough to be familiar with the main applications of your cellphone (internet, SMS, email, video camera) to receive a virtual visit quickly and easily. Also, make sure you have sent the required documents according to your connection type to clientescolombia@enel.com.

Here are some useful tips and recommendations:

• Be present on site at the time of the appointment to allow remote observation.
• Ensure your cellphone is sufficiently charged and connected to the internet.
• Use headphones or the speakerphone feature to facilitate communication with the assistant while capturing images through the camera.

Supported operating systems: Android (version 6.0 or higher) and iOS (version 11 or higher).